Copyright © SkyeyTech, Inc. CRMdesk Power and elegance

Copyright © SkyeyTech, Inc. Interface Introduction If you already familiar with the CRMdesk web-based customer support interface, this presentation will introduce Interface – a powerful alternative to the main interface.  interface converts CRMdesk to a powerful tracking system which may completely change the way you are handling correspondence.  The system will load all the s from the selected mailbox to your CRMdesk database and convert them into trackable issues.  Sophisticated rules will allow sorting incoming mail and moving it to appropriate projects and areas.  Not only your old support correspondence will never be lost, but the CRMdesk will organize it as a searchable and trackable database, giving you an unlimited storage space.

Copyright © SkyeyTech, Inc. HTML compatible  Ability to accept the original HTML graphic format makes Interface really effective and spectacular. CRMdesk loads incoming HTML s preserving original formatting and hyperlinks.  attachment will be automatically uploaded to CRMdesk and integrated with the record.

Copyright © SkyeyTech, Inc. interface from the Customer standpoint  Interface allows users to submit their questions or requests not only through the support desk entry form, but via also.  The system identifies registered users by address in the "from" field. If the system doesn't find such user, it automatically creates a new user with this address.  The system creates a new question for this user or updates an existing question if the subject contains existing question number next to the pound sign "#123".  It is important to keep the issue number, together with a pound sign anywhere in the "subject" line in order for the history to be updated. The subject itself may be changed, as long as the number stays unchanged.  User notification URL contains user information. It allows for the system to login user automatically, even if he/she is a new user who didn't register using login form. This user was already created automatically when the system received from him/her.  When encrypted login information will be stored in cookies at least once, the user will be logged-in. He will be able to reply both ways - through the customer desk or via , and the system will place his replies to the right place. request may contain an attachment. Attachment will be also integrated with an appropriate question or request.

Copyright © SkyeyTech, Inc. notification sent to the customer  Customer receives automatic notification with the following message: Your Question has been received. Our professional support staff will respond to you as soon as possible.  Notification contains URL link to the discussion thread.

Copyright © SkyeyTech, Inc. notification sent to the Customer Support representative  Customer service representative will receive automatic notification with the URL link to the discussion thread.

Copyright © SkyeyTech, Inc. interface setup is easy. Click "Mail" menu item from the "Admin" tab. Fill your server information the same way as you configure your application (MS Outlook, for example)

Copyright © SkyeyTech, Inc. server information Fill your server information the same way as you configure your application (MS Outlook, for example). Enter your POP3 server name, for example: mail.my server.com Enter your login name and password for this account. Check "Leave a copy of messages on server" if you would like to keep them for further manual retrieval. Uncheck this box if your mailbox size is limited, so it won't accumulate messages.

Copyright © SkyeyTech, Inc. client settings There are few minor changes needed for your client software (such as MS Outlook or OE). It is important to check "Leave a copy of messages on server" at least for 1 day on you application ("Accounts->Properties->Advanced"). This will ensure that your client application (MS Outlook, for example) won't compete with CRMdesk on who gets the message first. CRMdesk is checking for new s every couple of minutes.

Copyright © SkyeyTech, Inc. POP3 accounts interface may be extremely useful in tacking role-based company’s mailbox, such as You may set CRMdesk interface to retrieve directly from your company’s support mailbox, or you may set forwarding to any POP3 account. This may be a special account that you create on your company's mail server or you may just register POP3 account with third- party providers, such as Yahoo, for example.

Copyright © SkyeyTech, Inc. Mail Workflow Rules Mail rules allow to move requests to appropriate projects and areas.

Copyright © SkyeyTech, Inc. Typical scenario Once a new customer question or request is sent to the specified mailbox, CRMdesk will automatically load this request and may assign it to the specified customer service representative according to the workflow rules. A new and unique request number will be assigned to it. CRMdesk sends automatic notification to the customer support representative that a new issue has been opened under a specified number. When your customer support representative replies, CRMdesk automatically updates the discussion thread. When the customer replies, CRMdesk will keep updating discussion thread. If a customer service representative is not able to resolve the issue, he/she may reassign it to another person. Finally, when support request is resolved, it may be closed. All the requests, including closed ones remain to be searchable. It helps to streamline customer support by searching for the previous answer to a similar question. The system also allows to generate reports.

Copyright © SkyeyTech, Inc. interface is a powerful feature Put CRMdesk interface to work for you and let it organize your customer support or corporate correspondence like never before! You are just a few minutes away from starting using CRMdesk interface. If you are already using CRMdesk Professional Edition it will take just a couple of minutes to setup interface from the Admin page. If you are currently using the Standard Edition, contact us at to upgrade your Turn On Interface now to unleash a power of CRMdesk!